Austin R. Email and Phone Number

• Analyze, troubleshoot, and repair computer systems, software, and mobile devices for Refinery Operations.• Provide technical training for new IT hardware and software.• Support and maintain user system access.• Process IT service requests.

• Identified high-priority incidents impacting IT systems across the entire organization. • Created and distributed critical outage communications regarding incidents for end users, support partners, and leadership. • Worked with support teams to determine scope of impact and root cause of high-priority incidents.• Communicated and implemented resolutions and workarounds for incidents. • Researched and responded to customer feedback and complaints. • Reviewed incident handling by Service Desk agents and provided coaching. • Created reports explaining SLA impact due to incidents for senior leadership. • Created and maintained department process and procedure playbooks.

• Provided training and technical assistance to Tier I Service Desk agents. • Handled incident escalations from Tier I Service Desk agents. • Created and maintained knowledge articles. • Provided training teams with knowledge articles for new employee training. • Provided trend reporting to leadership.

• Diagnosed and resolved IT hardware, software, OS, and network problems. • Installed and configured software and hardware. • Provided end-user training for IT products. • Submitted service requests for products and services. • Acted as intake and processor for new service requests for products andservices.